Satisfaction Level Indicator (SLI)
SLI is comparative measurement - your current satisfaction score compared to your best possible performance. The main principle of this technique is to show you what would you get in perfect situation (where your services rock, and your business is a true happiness producer), and how are you doing currently.
SLI is based on a scoring system that assigns below numeric values (from -100 to 100) to 5 levels of customer experience:
|100 to 50||Excellent||You are doing great. Everything is in Best scale based on current service. Means: Customer is Happy and do not requires anything more from you.|
|50 to 0||Good||You are doing good but something missing. Customer is Happy but something still missing which needs to be solved or investigated. You need to keep your score high that it is.|
|0||Neutral||Is not good but at the same time don't means that you are doing awful. You need o work hard to improve you customer satisfaction. Business under risk.|
|0 to -50||Bad||Customer service is doing many things wrong. To be worse just one step remaining. Business is under dangerous risk. Urgent need to take action. Needs many changes to save the Business.|
|-100 to -50||Unacceptable||Customers are not happy from service. You are losing them and Customer Satisfaction is awful. This is begging of losing business. You need to make fundamental changes or close the business.|
Simply asking one question with predefined answers (Excellent, Good, Neutral, Bad, Unacceptable) per services can measure how good customer service is. SLI calculates based on answer given by respondents.